protel f&b 360

F&B 360A loyalty program unlike any other

About Us ................................................................................. 7

References ............................................................................. 8

What is Protel - F&B 360? .................................................... 9

Mobile Application ............................................................... 10 - 13

Website ................................................................................... 20 - 22

Kiosk ........................................................................................ 14 - 16

Call Center ............................................................................. 23 - 25

POS - Micros .......................................................................... 17 - 19

Customer Relationship Management (CRM) ................. 26 - 32

Dashboards ........................................................................... 33 - 34

ProtelF&B 360INDEX

DO YOU KNOW THAT...

Businesses who invest in customer loyalty are 88% more profitable than their

competitors (Deloitte)

Loyal customers spend twice as much as irregular ones

(CityXsys)

It costs 5 to 10 times more to acquire a new customer than to retain an existing

one (Forbes)

20% of customers generate 80% of sales

(Gartner Group)

70% of customers who joined a loyalty program said they bought more of that

brand’s products (ABI Research)

88%

5 to 10times

Twice asmuch

80%70%

81% of consumers are more likely to continue doing business with brands that

offer loyalty programs (Bond)

52% of millennials want to use their mobile devices to take advantage of loyalty

programs offered by restaurants, bars and coffee shops (Oracle)

57% of consumers are interested in using their mobile device to check their

points balances, redeem reward points (55%), find a location/store (54%), and

browse reward options (54%) (Bond)

Once a provider loses a customer, 68% of consumers will not go back

(Accenture)

49% of consumers will gladly switch brands for a coupon

(GfK)

81%57%

52%

68%49%

DO YOU KNOW THAT...

DO YOU WANT TO?

Give your customers a compelling reason to continue to patronize your brand and resist competitive offers?

Select your most profitable customers / deselect the least profitable ones?

Organize campaigns to specific segments?

Create brand advocates

Maximize your profit

Segment your customers

Manage customer lifecycle and win back profitable customers who have already defected?

Build a customer database that contributes to loyalty and profit?

Reduce advertising costs?

Reduce customer churn

Deal with individual customers

Minimize your costs

I F Y O U R A N S W E R I S Y E S

M E E T P R O T E L - F & B 3 6 0

7

Protel - F&B 360 is a trademark of Protel - the leading company in Turkey offering software and hardware solutions to the hospitality industry since 1989.

Launched in 2015, F&B 360 helps businesses to connect with their customers and create richer customer experiences.

ABOUTUS

PROTEL has been established andits partnership with Fideliohas been started

1980 2015

F&B 360

HAS BEEN LAUNCHED

1989 1994 2009 / 2010

Micros has been establishedin USA. Fidelio wasestablished in Germanyin the late 1980’s

Oracle Hospitalityhas acquired Micros

Protel has become a partner ofMicros and begun selling Micros POS

systems instead of PossibleMicros has acquired

Fidelio in the mid 1990’s

201420041990

8

REFE-RENCES

Caffe Nero

GobitteStarbucks

Kırçiçeği

Kahve Dünyası

Doromco...

9

MOBILE KIOSK POS

PUBLISHED API & CRM

ORDERING ENGINE

RES3700 / SIMPHONY3rd party pos integration upon negotiation

LOYALTY ENGINE

WEB CALL CENTER

WHATIS PROTEL-F&B 360?

Channels

Interfaces

Applications

Integration Layer

ProtelF&B 360MOBILE APP

11

General

Registration

Features

Supports IOS and Android platforms

Easy to navigate

Fast and secure mobile payment process via mobile wallet

User-friendly UI/UX touch

Push-notifications to provide convenience and value to users

MOBILEAPP

12

MOBILEAPP

General

Registration

Features

Users are guided through the scanning process in-app, making in-store

transactions quick and seamless

13

General

Registration

Features

Browsing the menu & ordering & paying

Collecting and redeeming loyalty points / stamps / stars etc.

Monitoring loyalty points / stamps / stars and available campaigns

Receiving exclusive incentives

Monitoring purchases and visits

Promoting products or offers by push notifications

Improving customer service and engaging with customers through mobile

coupons

Multiple gamification options

MOBILEAPP

ProtelF&B 360KIOSK

15

General

Features

KIOSK

A new era for the order process – fast and easy approach

Touchscreen display

State of the art technology

Fast and secure payment solution

Optimal user experience with an innovative view

Greater use of technology to help mitigate rising labor and other costs

16

General

Features


Increasing throughput by reducing queues



Increasing revenue and public awareness of available campaigns

The customer’s order is communicated directly to the kitchen

Drawing in millennials and reducing costs

KIOSK

ProtelF&B 360POS - Micros

18

POS -Micros

General

Features

Integrated end-to-end solutions

Unique and innovative customer service

Quick and easy transaction process

Smooth and seamless customer experience

Business solutions that increase speed of service

19

POS -Micros

General

Features

Recognizing and applying available campaigns once the mobile QR code

is read by the barcode reader

Displaying the discount achieved by the customer in the check automatically,

enabling the check to be closed accordingly

The same process is available for loyalty cards as well

Reading the coupons printed on magazines or brochures

ProtelF&B 360WEBSITE

21

WEBSITE

General

Features

Designed to connect business communities to their customers

like never before

An extensive selection of professionally designed website templates

that are fully customizable

Aesthetically designed

Unique experience for unique services

22

WEBSITE

General

Features




ProtelF&B 360CALL CENTER

24

CALLCENTER

General

Features

Isnet, 3rd party call center company, is integrated with Micros

Professional call center agents

Minimized call queues

25

CALLCENTER

General

Features

Recognizing the customer

Call routing - stating the precise branch based on the location

Applying campaigns viable for the channel

ProtelF&B 360CRM

27

RFM Analysis is a marketing technique used for analyzing customer value. You may track how recently a customer has purchased (Recency), how often he purchases (Frequency) and how much he spends (Monetary).

RFM model gives you a historic picture of what your customers are like, but it’s also a great indicator of what your next objectives should be.

Analyze Your Customer’s Demographic Data, Star History and Purchase Habits at a Glance

CRM

28CRM

Select the Customers via Demographic Data and Purchasing Behavior by the Customer Profile Tool. Segment Your Customers and Organize Campaigns to the Target Audience

29

CUSTOMER SEGMENTATION PROCESS

Accurate customer segmentation allowsengaging with each customer in the most effective way and increases the customer life time value.

Segmentation increases competitiveness, brand recall, brand equity, customer retention and communications. In other words, it affects profitability.

Using the large amount of data available in CRM,identify discrete groups of customers with a high degree of accuracy based on demographic, geographic psychographic and behavioral indicators.

A segment-orientated marketing approach increases chances for up-selling and cross selling.

CRM

30

Use the Campaign Builder Tool to Definethe Campaign Rules

CRM

Campaign builder enables to set the time period, exclusivity and limits

of the campaign.

31

CAMPAIGN MODELS

Event - Based

Promotions

Exclusive offers

Point campaigns form the basis of your loyalty program. Your customers earn points, stars or stamps whenever they make a purchase from you.

Points may be redeemed for discounts or used as a payment method.

Event-based marketing campaigns improve brand recognition and triggers cus-tomer behavior. Such campaigns drive profit-making opportunities.

Promotion campaigns offer discounts or free items on a transaction once the conditions are fulfilled. It is feasible to drive any combination of rules.

Exclusive offers target your best customers who has a compelling reason to resist competitive offers. You can attain true loyalty if you are committed to a win-win relationship with your customers.

Earn 3 points for each transaction

Earn extra 2 points on your birthday as our gift

Earn extra 5 points on our brand’s anniversary

During 12:00 – 13:00 PM, buy an XL menu and get a free cup of ice cream

Get a cup of Turkish coffee and have the second one with 50% discount

Try our new taste “ABC” and have a glass of juice for free

Collect 10.000 points this quarter and get a free ticket for Adele concert

Be our favorite customer this year and enjoy the weekend at D-Hotel Maris

Try all the items on the menu this month and win a 2 hour introductory lesson for kite boarding

Get a cup of coffee in all of our branches and have your lunch with our CMO

Visit our new branch today and have your Turkish coffee with 50% discount

Get a free menu once your total transactions amount to 100 TL this month

Visit at least 3 of our branches this week and have a free cup of coffee

Points / Stars / Stamps

CRM

32

Use the communication builder to directlycommunicate with your customers

Create templates which are converted into messages to be delivered to your

specified segment of customers.

Inform your customers when a new campaign is launched or a new branch is opened.

The engine sends messages via:

E-mail *

SMS *

Push notification

Mobile Application

Web Application

* Email and Sms channels require integration with local third party providers.

CRM

ProtelF&B 360DASHBOARDS

34

DASH-BOARDS

Use the dashboards to analyze the successof your business at a glance

FB-2

5-09

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www.protel.com.tr | +90 850 333 77 85

protel f&b 360

Technology